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Stuart Riddell

Hornbill Users
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Everything posted by Stuart Riddell

  1. @Ehsan - Thank you for the excellent write-up on the thread below, it's given me enough information to get our attachments working again.
  2. Hi @Ehsan It's not working for Chrome but it does work for Edge & Firefox. Just to confirm the sequence: Logged out of Hornbill Shutdown Chrome completely. Opened Chrome Logged into Hornbill Tried raising a request from email. Clicking on the PNG attachment during the capture sequence still throws the token message. However, using the other browsers: Edge wants to download the file Firefox forces it as download but that's standard behaviour for Firefox. Internet Explorer doesn't show any attachments in the list. I'm testing with the same email at all times. There are differences between the 3 URLs. I've redacted portions that are not relevant. Chrome: https://mdh-p01-api.hornbill.com/strumissupport/dav//secure-content/inline/7aeLnD- ... P0&file=image003.png&download=true&filename=image003.png but it does work if &file=image003.png&download=true&filename=image003.png are removed from the URL. That backs up your previous reply. Edge https://mdh-p01-api.hornbill.com/strumissupport/dav//secure-content/download/7aeLnD-_ ... P0 Firefox https://mdh-p01-api.hornbill.com/strumissupport/dav//secure-content/download/eJzgKQi6o ...Zg I would have expected all 3 URLs to be consistent, except if there was session data in the URL. Hope that helps. Stuart
  3. Hi @Gerry The problem is when the replies refer to function calls that exist in one API library but not another. This block is valid for calls using the GO library but not the .NET library because it was added to one but not the other. In this respect, the API libraries need to be kept up to date. Esp.XmlWriter doc = new Esp.XmlWriter(); doc.openElement("searchFilter"); doc.textElement("column", "h_container_id"); doc.textElement("value", 126); doc.textElement("matchType", "all"); doc.closeElement("searchFilter"); Whilst looking for the example above, I also found the issue where Hornbill developers told the Community how to download the attachments. It was raised by another member and made my day when it was published. This is the method we've been using and no longer works. Stuart
  4. Hi @Ehsan Thanks for the update. I've tried stripping "&download=true" and the remaining text but it's still throwing the Invalid content access token message. We'll wait for the next Service Manager update and re-check then. Stuart
  5. @Gerry Please understand my level of frustration regarding this. I am not prone to shouting, especially in text, but this situation is beyond words. We have already raised the issue with raising requests from emails with attachments last week, after it had been previously fixed. Last week, it wasn't attaching them to the request. Then we had an update and it worked. Now another automated update has gone on and broken viewing them whilst going through raising the request. I might be able to accept it in our applications but Hornbill is breaking it's own interface. I've asked @Joshua T M to raise another request. With regards to the .NET Library, the screen shot is from the GitHub link. Most of the other API libraries have been kept up to date but not the .NET library. This has caused even more frustration when trying ask questions in the Community forum because the replies referred to the newer libraries and the functionality didn't exist in the .NET library. So I had to crash course Go & PHP to work out what was actually being suggested. 09 Feb 2021 - goApiLib 10 Nov 2020 - powershellHornbillAPIModule 27 May 2020 - hornbill_apilib (Rust) 07 May 2020 - pythonApiLib 28 Feb 2017 - phpApiLib 03 Oct 2016 - dotNetApiLib I've spent 4 years getting Hornbill implemented across our group and thought that we had got it working and was looking forward to expanding it's use but the last week has severely dented that hope. https://github.com/hornbill?q=&type=&language=&sort=name
  6. Hi @Gerry Our requirement is quite simple: We need to preview and/or download the attachments on a request from our own in-house applications & web pages. Currently 6 months of work have effectively been wiped out. It is bad enough that the .NET API is 6 years out of date, so we've had to develop workarounds such as this. However, as I've just re-confirmed, we cannot even view an attachment whilst raising a request from an email in Hornbill. It reports: Invalid content access token Since this is Hornbill, not our application, please see that it is addressed as soon as possible. The last week's worth of Hornbill updates have caused us no end of problems and are completely intolerable. Stuart
  7. Hi Victor, It was the "Request" vs "Requests" that was the issue, so thanks for spotting that. It's sent the email but not added it to the request's timeline as I would have expected. I'm passing in the request's h_pk_reference . Is this correct for the recordId? Or should it be the h_activity_stream_id or something else? I'd left out the mailbox and other optional parameters for clarity in the original post.
  8. Hi folks, I'm trying to use sendEntityTemplateMessage to send an automated email to a customer. The problem is translating the template URL into something that the_template_value will accept. xmlmc.AddParam("application", "com.hornbill.servicemanager") xmlmc.AddParam("entity", "Request") xmlmc.AddParam("recordId", Reference) xmlmc.AddParam("template", the_template_value) I've seen too many "Failed to get template" messages to continue. The documentation doesn't help: The path to the the template you wish to use to base the e-mail message on. You can specify either a relative path which will look for the template in the folder of the mailbox from which you are sending this message, or you can specify a fully-qualified path by starting with the "/" character which will locate the template from the absolute location from /dav/. The templates don't appear to be stored in any mailbox folder, since we can use them in emails from either the live or training mailboxes without any issue. Without any documentation explaining where /dav/ exists in relation to the /email/, I've not been able to find a suitable option. So how do I convert the link below from the Hornbill Administrator into a link that sendEntityTemplateMessage will accept. https://admin.hornbill.com/{InstanceID}/email/templates/com.hornbill.servicemanager/Requests/Service-IncidentUpdate-External/
  9. Hi Victor, I understand what the final parameter XML should look like. The example below shows what I'm trying to achieve. However, there is nowhere in the documentation to show how it's done using the AddParam() function. <methodCall service="data" method="entityBrowseRecords2"> <params> <application>com.hornbill.servicemanager</application> <entity>Requests</entity> <matchScope>all</matchScope> <searchFilter> <column>h_container_id</column> <value>126</value> </searchFilter> </params> </methodCall> So how do I do it with the AddParam() command? What does the XXXXX need to look like? xmlmc = New HornbillAPI.XmlmcService(InstanceName, ServiceEntryPoint, DavEntryPoint, APIKey) xmlmc.AddParam("application", "com.hornbill.servicemanger") xmlmc.AddParam("entity", "Requests") xmlmc.AddParam("matchScope", "any") xmlmc.AddParam("searchFilter", XXXXXXXX) xmlmc.AddParam("maxResults", "10") ParamatersXML = xmlmc.GetParamsXML (I use this to inspect what the parameters look like before the Invoke) xmlmc.Invoke(Hornbill.Service.Data, "entityBrowseRecords2") I've tried various formats, plain text; XML, JSON etc but they end up getting XML parsed if they contain quotes etc. I've even tried multiple AddParam("searchFilter") just in case but no luck. smGetRequests was perfect. It was simple and returned the results that we needed very quickly. So I'd be grateful to see an example of how to produce the search filter, since we're going to have to use it in multiple places.
  10. Ah, that explains why it keeps showing 'Resolve Timer started' on every email then, instead of the last update.
  11. Since we started going forward with our implementation, we've had issues with Contacts not being able to see their supported Services. It appeared random because it doesn't happen for all Organisations. To resolve this, we've removed them from their Organisation and re-added them. At this point, their services appear on the Customer portal. We've subsequently tied it down to the Organisations & Contacts that were bulk imported when our instance was set up. The ones manually added before or after the bulk import are fine but the ones bulk imported do not tie up. For confidentially reasons, we can't post screen shots of the affected Contact/Organisations but we can give specific examples to Hornbill Support outside of this post. To check it: 1. Pick a bulk imported Organisation. 2. Expand the Requests section and click on Portal Access. 3. This shows the list of Contacts, with their emails addresses, who have Portal Access for that Organisation. The only saving grace in all of this is that if the invalid Contact is granted access, it does not show the requests of the Organisation.
  12. +1, this is becoming mandatory as we add more & more. Not sure what order they are displayed in. At first I thought it was creation or last update but not all appear to follow that rule. Even simple name ordering would be a massive improvement.
  13. When setting up the Contact details for the Customer & Service Portals and a new language is added to the system, the details are not copied across. Consequently, each one has to be changed from the Hornbill defaults to ours. The only way to do this is: Login as English (British). Set up the details on Home > System > Manage Portals > Customise Customer Portal & Customise Service Portal. Change my language to the next one in the list. Log out Log back in again (in a language that I might not be able to read natively) Repeat steps 2 to 5 for the next 15 languages. This is tedious & time consuming in the extreme. Fortunately, we spotted this before it went live to our Customers but it could have been very embarrassing. It's not what we would have expected since there are no Language options on the configuration page. It needs to have the same options as FAQs where the language can be selected & updated individually. Or at very least, a warning where multiple languages are involved.
  14. It would be very useful to have the full list of Request custom fields available to the list of variables for Custom Buttons. In our particular example, the Development & External references are stored in custom fields in on the Request. These are used along with URLs external to Hornbill to open up a web page and show the current status & history of the Development or External reference item. I had hoped this post would add the functionality but it's more for Document Management. https://forums.hornbill.com/topic/10317-improve-custom-buttons-functionality/
  15. Hi folks, I'm interested in seeing a way to get this working as well. In our case, if a Contact raises a request, we need the BPM to automatically add other Connections for the Organisation as well. The typical scenario being add the IT manager at an Organisation whenever any request is raised by a Contact at that Organisation. The relevant interested Contacts would be identified by a custom field, e.g. 'Include in all emails' check box or similar. Regards Stuart
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